Group Customer Support Manager

The Role
As we continue to evolve our customer experience capability, we're looking for an experienced and strategic Group Customer Support Manager to lead our customer support function across all Austin Group brands.
You will lead the customer support function, elevating it from a traditional service team into a strategic customer experience capability. Reporting to the General Manager – Digital & Customer, this role is responsible for delivering exceptional customer experiences across every interaction while driving operational excellence, technology optimisation, automation and AI innovation.

Other responsibilities will include, but are not limited to:

Develop and execute Austin Group's customer support and customer experience strategy
Lead and inspire a high-performing Customer Support team
Drive service excellence across all customer touchpoints and brands
Identify customer pain points and partner with stakeholders to implement meaningful improvements
Own customer service KPIs including CSAT, SLA performance, response times, first contact resolution and productivity
Lead the optimisation of Zendesk and customer support technologies
Develop and implement automation, AI and self-service initiatives that enhance customer experience and efficiency
Deliver customer insights and recommendations to senior leadership teams
Drive process improvements that reduce customer enquiries and improve business performance

About You
You are an experienced customer service or customer experience leader who thrives on improving processes, leading teams and creating exceptional customer outcomes.
You will bring:

5+ years' experience leading Customer Support, Customer Experience or Contact Centre teams
Strong experience managing omnichannel customer operations
Proven leadership, coaching and stakeholder management skills
Strong analytical and commercial acumen with the ability to use data to drive decisions
Experience driving change, continuous improvement and operational transformation
Exposure to Zendesk or similar customer support platforms.
Experience with Shopify, ERP systems and customer service technologies
A passion for customer experience, innovation and delivering results
A proactive, creative and collaborative approach to work

We provide:

Competitive salary package
Generous product allowance
50% discount across GAZMAN, Perri Cutten & Cable for yourself and immediate family
Free onsite parking at our Malvern Support Office
The flexibility to work from home each Friday

A commitment to invest in ongoing professional training and development
The opportunity to work with a talented and passionate creative and marketing team

A friendly, motivating and rewarding team environment where achievements are recognised